Common questions about our ongoing verification protocols and practices, along with their answers.
Q: Why does Zeffy need to verify my account after successful onboarding?
A: As a financial platform, we're required by regulations and our payment processor, Stripe, to conduct continuous verification of organizations even after successful onboarding. This ongoing process helps prevent fraud, ensures donor trust, and maintains compliance with regulatory standards. It’s an essential part of protecting both nonprofits and their donors beyond the initial checks.
Q: Why are you requesting additional information after I've already started fundraising?
A: Our verification process is continuous to ensure platform security and compliance. Additional information may be required due to changes in your activity, increased fundraising volume, or evolving regulatory requirements.
Q: How does verification work?
A: Our verification team will contact your organization's representative by email with clear instructions on the information and documentation Zeffy needs to complete the process. Simply reply to this email with the requested details, and we’ll work to finalize the verification as quickly as possible.
Q: How long does verification typically take?
A: Verification is often completed within 24 hours but generally takes 2-5 business days. To avoid any delays in payouts, we recommend having all required information and documentation ready. Delays beyond this timeframe are usually due to missing or incomplete details from the organization. Rest assured, we're here to guide you every step of the way to help expedite the process.
Q: How can I expedite the verification process?
A: Provide clear, complete documentation promptly when requested. Ensure all submitted information is current and accurate.
Q: What happens if I can't provide certain documents?
A: Contact our verification team to discuss alternative documentation options. We're committed to working with legitimate organizations while maintaining security standards.
Q: How often will I need to update my verification information?
A: Reviews are extremely rare and typically triggered by changes in your organization or activity patterns. Once your verification has been successfully completed, additional reviews are very unlikely unless there are significant changes.
Q: Can my payouts be delayed due to an ongoing verification?
A: Yes, payouts may be temporarily postponed if a verification is in progress, as these checks are essential for compliance and security. However, we understand how crucial timely payouts are for your operations. It’s extremely rare for payouts to be delayed beyond a single scheduled cycle.
Q: What if my verification is denied?
A: While verification denials are very rare—most Zeffy accounts successfully complete the process—a denial will result in the termination of your Zeffy account. However, Zeffy will ensure your account is properly settled and the balance is zeroed out, either through a final payout or by refunding the most recent donations back to the donors.
Q: Can I appeal a verification denial?
A: Yes, if your verification is denied, you can appeal by submitting additional documentation or clarifications. Once we receive your appeal, our team will perform a thorough review of your case. This reassessment may lead to either overturning the decision and completing your verification or confirming the denial.
Q: How can I be sure this isn’t a phishing attempt or scam to collect sensitive information?
A: We always send emails from an official Zeffy domain, so you can trust the source. However, if you have any doubts about the legitimacy of a request, don’t hesitate to double-check. You can reach out to us through our website chat or by email.
Q: How does Zeffy protect my organization's sensitive information?
A: We take confidentiality very seriously and ensure that all documentation is handled securely. Additionally, you’re welcome to black out any information that isn’t necessary for the verification process before sharing it with our team.
Q: Can I continue fundraising during the verification process?
A: Yes, but payouts will be temporarily held until the verification process is cleared.